Liliana Shaffer
Salt River Project
Mesa,AZ
13
years of professional experience
Flexible and adaptive, a detail-oriented professional with excellent communication, interpersonal and creative thinking skills. Aiming to leverage my abilities to successfully fill the vacancy at your company, with innovative and critical thinking, I am always prepared to assist in dealing with an ambiguous task or situation. Frequently praised as hardworking by my peers, and leaders. I can be relied upon to help your company achieve its goals.
Work History
Customer Service Associate
3 Years 5 Months- Managed customer inquiries and resolved issues pertaining to utilities accounts efficiently via phone, chat and email communication.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed training materials for new associates, streamlining onboarding processes and knowledge transfer.
- Implemented feedback loops to identify service gaps, leading to improved operational workflows.
- Trained new associates in customer service protocols, elevating overall team's performance.
Senior Quality Assurance Specialist
3 Years 3 Months- Developed and Created Quality Assurance department within the Sell to Carvana Organization
- Managed a team of 20 Quality Assurance Analysts
- Created scorecards for digital communications, inbound/outbound customer service, casework, and special projects to streamline performance evaluation.
- Conducted organizational-wide calibrations to enhance team consistency.
- Maintained QA dashboard to ensure accurate data representation and support informed decision-making.
- Used quality monitoring data management system to compile and track performance at team and individual level.
- Conducted performance reviews to measure employee growth and skills.
- Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks.
Trades Advocate
8 Months- Ability to thoroughly explain the trade-in and Sell To Carvana processes
- Negotiated complex contracts to ensure compliance with regulatory standards and company policies.
- Communicated next steps and required documents to customers via phone and email, ensuring clarity and prompt follow-up
- Delivered exceptional customer service, addressing inquiries and resolving issues to enhance customer satisfaction
- Effectively ran multiple systems at once
- Verified title cases and ensured document validity, supporting smooth transaction processes
Customer Service Representative
2 Years- Resolved customer concerns and complaints regarding electric service, enhancing overall customer experience
- Engaged customers in discussions about available service plans to provide clarity.
- Accurately capture customer information
- Complete paperwork and data entry as required
- Follow up with customers to ensure proper measures were taken to satisfy them
- Report and track power outages
Field Technician Coordinator
2 Years 1 Month- Manage 25 Field Technicians while in the field
- Complete payroll for Field Techs based on time at each site
- Track how many charts have been completed each day and ensure weekly goal is met
- Make appointments with offices to ensure they are ready for my Technicians to arrive
- Effectively run multiple systems at once
- Complete follow up calls with offices to ensure Tech arrived on time, were respectful and left office the way it was when they got there
- Give constructive feedback to each technician on metrics and performance
Account Manager
1 Year 2 Months- Executed balance transfers for customer accounts
- Reach set goal of Dollars Per Call of 2,000
- Achieved target of 2,000 dollars per call
- Resolve customers' service or billing concerns
- Effectively run multiple systems at once
Education
Associates - Organizational Management
High School Diploma
Skills
Quality assurance
Customer service
Coaching and mentoring
Issue resolution
Performance analysis
Scorecard analysis
Scorecard Building
Collaborative Environments
Support case resolution
Verbal and Written Communication
Certified in developing syntax for Engagement Analytics
Proficient in
Salesforce
Excel
Google Suite
Tableau
Jira
Callminer
Workday
ADP
Timeline
Customer Service Associate
Salt River Project
02.2023 - 07.2026Read More
Senior Quality Assurance Specialist
Carvana
08.2019 - 11.2022Read More
Trades Advocate
Carvana
12.2018 - 08.2019Read More
Customer Service Representative
Arizona Public Services
05.2016 - 05.2018Read More
Field Technician Coordinator
ECS
04.2014 - 05.2016Read More
Account Manager
Discover Card
02.2013 - 04.2014Read More
Rio Salado
Associates from Organizational Management
Read More
Barry Goldwater HS
High School Diploma
Read More